About this role
Shared Services Helpdesk Advisor
Pay: £15.40 per hour, 37 hours per week, Mon-Fri
Location: One Angel Square, NN1 1ED
Length: 12 weeks
Opus People Solutions are recruiting on behalf of West Northamptonshire Council for a Shared Services Helpdesk Advisor to join a busy and fast-paced customer service environment within the Finance Operations team.
This is an excellent opportunity for an experienced customer service professional who enjoy helping people, solving problems, and delivering high-quality support. You will be the first point of contact for a wide range of finance and payroll-related enquiries, supporting council employees, residents, suppliers, and partner organisations.
Working within a high-volume helpdesk environment, you will handle enquiries via telephone, email, and internal case management systems, ensuring customers receive a professional, efficient, and positive service.
Key Responsibilities
Act as the first point of contact for customer enquiriesResolve customer queries efficiently and accuratelyLog, assess and process service requests using internal systemsEscalate complex cases to relevant teams where requiredDeliver excellent customer service across phone, email and online channelsMaintain accurate records and audit trailsTake ownership of customer enquiries and provide regular updatesMeet service level agreements (SLAs) and performance targetsContribute to continuous improvement of service delivery About You
We are looking for candidates who have:
Previous customer service experience, ideally within a contact centre environmentExcellent verbal and written communication skillsStrong problem-solving and organisational skillsGood IT skills, including Microsoft Office and Office 365Experience handling sensitive or confidential informationThe ability to prioritise workloads in a fast-paced environmentA positive, team-focused attitude and commitment to customer satisfaction Desirable
Experience working within local government or shared servicesExperience working against KPIs and SLAsNVQ Level 2 in Customer Service or equivalentExperience within payroll, finance, or administrative support services Working Arrangements
The successful candidate will initially be office-based 5 days per week during training. Following successful completion of training, the role will move to a hybrid arrangement, with 3 days per week in the office and 2 days working from home.
If you have strong customer service experience and thrive in a busy contact centre environment, we'd love to hear from you.
Apply today or contact Opus People Solutions for more information.
All offers will be subject to satisfactory compliance screening, including right to work in the UK and references.